Poor confused unprofessional service

I am extremely disappointed and frustrated with the way MultiChoice/DStv has handled my DStv Internet service.

My internet has not worked since 28 August 2026, yet I have continued paying for the service.

Since then, I have contacted DStv multiple times and received different explanations from different agents. Initially, I was told that my SIM had been disconnected because it had supposedly been inactive for a month. This was completely confusing because I have been actively using and paying for this service for over a year.

I was then sent to different DStv agencies for a SIM swap. I went to Ghandi and Horizon View, only to be told that they did not have SIM cards available for swaps. I was eventually told to go to MultiChoice Randburg, despite explaining that travelling there would be an additional financial burden for me.

Today, 10 September, I went to Randburg and waited for approximately 1 hour and 30 minutes. My SIM was eventually swapped — but the internet STILL DOES NOT WORK.

I then contacted DStv WhatsApp again and was told that my data had been depleted, supposedly referring to data loaded on 27 August.

This makes absolutely no sense.

How could my data have been depleted when my router has not worked since 28 August?

Even more importantly, BEFORE I went to Randburg, I received an email from DStv under reference ***, stating:

«“there was a system error on our side”»

The email further stated that my router services had been reconnected and that the data loaded on my router was still there and would carry over for three months before expiring.

So which is it?

Was there a system error? Was my service reconnected? Was my data still available? Or has my data suddenly been depleted?

I have now been given completely contradictory information by different DStv representatives.

My references are: ******6

At this point, this is no longer a simple technical problem. It is a customer service and accountability problem.

I have spent time contacting agents, travelling to branches, waiting for hours, paying transport costs, having my SIM swapped — and I am STILL without the service I am paying for.

I am requesting:

• Immediate restoration of my DStv Internet service • A full investigation into what happened to my account and data • A clear explanation for the contradictory information I have received • Credit/refund for the period during which I have paid for a service I could not use • Escalation to a senior complaints/customer-care manager • A permanent resolution rather than another generic troubleshooting instruction

I have kept the correspondence and reference numbers as proof of the repeated attempts I have made to resolve this matter.

I have tried every avenue available to me. I should not have to keep travelling from branch to branch and contacting different agents for a service that I am paying for.

MultiChoice needs to take ownership of this matter and resolve it.

If this is not resolved, I will proceed with further formal escalation to the relevant regulatory and consumer-protection channels.

#DStv #MultiChoice #DStvInternet #PoorService #CustomerService #Hellopeter